ASSIGNMENT

Fall 2015
MBADS (SEM 4/SEM 6)
MBAFLEX/ MBA (SEM 4)
PGDOMN (SEM 2)
OM 0016 QUALITY MANAGEMENT
B2009
4
60

DRIVE
PROGRAM

SUBJECT CODE & NAME

BK ID
CREDIT
MARKS

Q.No
1

Criteria
Marks
Answer the following questions:
a. What is the need for quality management?
b. What are the advantages of ISO 9000 standards?
c. What is the structure of Quality Management System (QMS)?
d. Explain any four attributes of a quality leader.
a. Explain the reasons for need for quality 2.5

Total Marks

10

management from the point of view of

an organisation, seller or manufacturer.
b. List the advantages of ISO 9000

2.5

standards
3

c. Explain the three levels of QMS

d. Description of any four attributes of a

quality leader
2

Write short notes on:

QS 9000

Attaining quality culture through employees

Importance of quality control

Double sampling plan

QS 9000

Attaining

10 (2.5 marks each)

quality

culture

employees

Importance of quality control

through

10

Double sampling plan

Forces of change are the factors that drive or stimulate the need for a change in an
organisation. Some of these are external, arising from outside the organisation whereas
others are internal, arising from sources within the organisation. Discuss the external
and internal forces of change.
1
10
Describe external forces of change
4
Discuss the FOUR key categories of external
forces of change
1
Describe internal forces of change
4
Discuss any FOUR key categories of internal
forces of change

4
Six Sigma In Healthcare
Published: Jun 12 2004, 00:00 IST
Written by Mr. Gopal Kulkarni, Master Black Belt - Six Sigma and Founder & Managing
Director, Synagoge Knowledge Services
Six Sigma is a powerful problem solving technique that helps in reducing variation in any
process by using powerful statistical tools for analysis. Six sigma has been successfully
used by various organizations as an enabler for business strategies leading to huge
additions in their yearly turnover and at the same time improving customer satisfaction
by quantum leaps. This article describes how this methodology can be used in hospitals
to enhance customer care activities and reduce wastage to improve the bottom line.
Healthcare In India
A huge percentage of the expenditure in the healthcare segment is borne by the
government sector. A large chunk of money spend on healthcare by private
organizations is limited to urban areas. There is a growth in investment from private
organizations in the tertiary healthcare sector. They provide for the multi-specialty
hospitals and super specialty hospitals. A large part of the government funds go into
primary healthcare and the rest goes into the upkeep of large hospitals.
When we consider the large hospitals (private or government) there is increasing
pressure on the organization to better their performance in customer care and at the
same time suffer huge price pressures because of the increasing influence of insurance
in healthcare. Rapidly changing technologies, escalating manpower costs, increased
regulations and consumer activism leads to further pressures to reduce costs and
enhance productivity and ROI.
How does six sigma help? Let us take an example of a patient undergoing a diagnostic
examination. The process steps for the diagnostic examination would be: Let us look at
this process from two angles: One from the customers (patient) point of view and
another from the hospitals point of view.
From a patients angle his need would be that of a defect free report in the shortest
possible time. He would also expect reasonable charges for the service, comfortable
environment and a courteous staff.

From the hospitals angle, the need would be to maximize the number of patients
attended to within an available time period so as to minimize the cost of examination
and ensure customer loyalty.
Given these two needs you will find that the goals of both the hospital and the patient
are one and the same. If the hospital is able to minimize the time for turnaround, it can
maximize the number of examinations and utilize its diagnostic equipment to the fullest.
This is where six sigma can help. It can reduce the variation in the time taken for a
particular process.
For example, let us try to reduce the variation in the time taken for a diagnostic scan.
The time taken is defined as the time period from when the patient enters the hospital /
clinic to the time he gets the report. When data of this time is collected over a period of
time, it can be represented by a normal distribution curve as shown below. As the curve
becomes flatter, the variation is higher. Let us assume that the mean time is 4 hours and
standard deviation (a measure of variation) 1 hour.
Going by the characteristics of the normal curve it would mean that 99.73% of the
patients get their reports between one and seven hours. If the standard deviation is
reduced by half it would mean that the same process can give an output within 2.5 to 5.5
hrs.
How does one go about reducing the variation or even the mean? The output (time
taken for scanning) can be represented in a mathematical form:
Y is the output and the Xs are the variables affecting the output. The power of six sigma
lies in identifying those X variables that have the maximum impact on the variation and
also those Xs that have the maximum impac on the mean time. Using tools like
hypothesis testing, simulation design of experiments etc, we can arrive at the critical Xs.
When we control these Xs, we can reach our goal of minimizing the time taken for
scanning.
What benefits does the hospital derive from this?
Reduced output time, leading to better utilization of time
Higher productivity, savings on manpower cost per patient
Improved cycle time, leading to customer satisfaction and more loyalty
We can replace the diagnostic time by any other parameter like: Reduced pharma
inventories, Reduction in discharge time, Price realization, Cost/bed, Bed utilization,
Plugging revenue leakage, Asset utilization and Reducing patient queues.
Improvements
Six Sigma methodology can still be applied to improve these parameters. The
robustness and foolproof data collection needed for the application of Six sigma in
services is achieved by the increased use of information technology. Although, the
solution itself is derived from the six sigma process the use of IT in the method ensures
consistency and reduction in variation.
In conclusion it can be said that the absence of a physical product as in the healthcare
sector does not stop or limit the usage of this excellent tool that can streamline your
business and increase the turnover. All that is required would be rigorous data collection

and data based decision making.

Source: Kulkarni Gopal. http://www.financialexpress.com/news/six-sigma-inhealthcare/107164/0
Question:

5
A

From the above articles evaluate how six sigma can aid enhance healthcare.
1
10
List the areas where six sigma can be applied
in health care
Describe how six sigma can improve processes 5
in healthcare.
2
List the benefits of six sigma in healthcare
Assess if six sigma can improve processes and
2
deliver value to the patient/customer
Elaborate on Quality Function Deployment (QFD).
1
10
Define QFD
1
List the elements that are required to facilitate
QFD
2
List the components of QFD
4
Describe the QFD process
2
List the benefits of QFD
a. Explain the different modes of failures.
b. What is terotechnology?
c. What are reasons for using gap models?
d. Explain the types of Knowledge Support System (KSS).
3
10
a. Outline the THREE modes of failures
3
b. Define terotechnology, list the tasks it
performs and who uses it and why
2
c. List the reasons for using gap models
2
d. Explain the TWO types of KSS
*A-Answer
Note Answer all questions. Kindly note that answers for 10 marks questions should be
approximately of 400 words. Each question is followed by evaluation scheme.

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